Microsoft account hacked – original email removed and account says it does not exist

Question

Microsoft account hacked – original email removed and account says it does not exist

okay okay 0

My Microsoft account was hacked and the attacker changed the primary sign-in email.

My original email now shows “account does not exist,” so I cannot use the normal recovery form.

I also attempted account recovery using the new email that was added, but I cannot verify ownership that way.

I have the attacker’s email address and can provide previous passwords, billing information, and other account details to verify ownership.

I need help locating my account and restoring my original email address as the sign-in alias.

Please escalate this to the account recovery team.

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2 answers

Your answer

Answer 1

Hi okay okay,

I understand how concerning this situation is, especially when access to your Microsoft account appears to be lost after a security incident.

Based on your description, it sounds like the attacker has changed or removed the original sign‑in alias, which is why your original email address now returns “account does not exist” and the standard account recovery form no longer works. When the primary alias is changed and ownership cannot be verified through self‑service methods, recovery can no longer be completed from the forum side.

Please note that this is a user‑to‑user forum. Contributors here do not have access to Microsoft’s internal systems, cannot locate accounts, reverse alias changes, or escalate cases directly to the account recovery team.

Since you’ve already tried the available recovery options and are unable to verify ownership using the current sign‑in details, the next appropriate step is to contact Microsoft Support directly so your case can be reviewed by the appropriate team.

Please follow below steps to reach a live chat agent:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support

2, In the search bar provided on the page, type "Account recovery" and press Enter.

3, Click on the "Get Help" button that appears.

4, Scroll down the page until you see and click on the "Contact Support" option.

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5, When prompted to select your product or service, choose "Other Products".

6, For the category, choose "Manage account security".

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7, Look for and click on "Chat with a support agent in your web browser".

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8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.

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9, When connected, clearly explain your situation. Be concise but include all relevant details.

I hope this helps clarify the situation and points you to the right path for recovery.

Answer 2

Hello. Besides the above recovery steps from Victor, you can try a different recovery form:

Go to: https://aka.ms/recovermyaccount
Complete the form with as much detail as possible. In the section “Alternate emails or phone numbers associated with the account”, include any phone numbers, alternate emails, or even payment details (like credit cards) that were ever linked to the account.
Submit the form. You should receive an email from [email protected] within about 15 minutes to 4 hours. This email will contain your case number (it usually starts with SIR).
Check all folders for the email, including Inbox, Spam, and Junk. If nothing arrives after 4 hours, submit the form again.
For guidance on filling it out, you can review: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

Just to set expectations, if the account was fully taken over and removed by a hacker, recovery chances are unfortunately very low. I’d rather be upfront so you know what to expect.